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Comments and Complaints

Grange Road Surgery is very keen to hear comments from you about the care we provide.  These may be suggestions on how we can improve matters, comments on something you appreciated or complaints if you think we have not done as well as we should. General feedback form

If you have a complaint or concern about the service your receive from the doctors or any of the staff working at Grange Road Surgery please let us know.

Usually the practice manager will deal with comments and complaints so it is best to ask to talk to her or write to her directly.Obviously she is not always available, but the receptionist will be pleased to pass on your details to her.

How to complain

We hope that most problems can be resolved quickly and easily, often at the time they occur and with the person concerned. If your problem cannot be resolved in this way you may wish to make a formal complaint.We would like to know as soon as possible – ideally within a few days. This will help us to establish what happened more easily. If this is not possible then there are limits and you are required to provide us with details of a complaint either within six months of the incident that caused the problem or within six months of discovering you had a problem provided this is within twelve months of the incident.

Complaints should be addressed to the Practice Manager, Ms Charlotte Rose. Alternatively, you may ask for an appointment with her to discuss your concerns. She will explain the complaint procedure to you and will make sure your concerns are dealt with promptly. It will be a great help if you can be as specific as possible with your complaint. Click on this link to download our complaint form Complaint form

What we shall do

We shall acknowledge your complaint within two working days and have looked into the problem within ten working days of the date you raised it with us. We shall then be in a position to offer an explanation, or a meeting with the people involved. When we look into your complaint we aim to: find out what went wrong, make it possible for you to discuss the problem with the person concerned, make sure you receive an apology when appropriate and identify what we can do to make sure the problem doesn't happen again. 

Complaining on behalf of someone else

Please note we keep strictly to the rules of confidentiality.If you are complaining on behalf of someone else, we have to know you have his or her permission to do so. A signed consent by the person concerned is required, unless they are incapable (because of illness) of providing this.

Taking your complaint further

We hope that, if you have a problem, it can be dealt with within our own Complaint Procedure. We believe this will give us a chance to put right whatever has gone wrong and an opportunity to improve our practice. But you may also want to approach the following organisations for help or advice;

  

 

Bristol Clinical Commissioning Group (CCG) and NHS England have responsibility for commissioning (including planning and paying) the healthcare of the local population.  This means that depending on which service you are unhappy with, there are different organisations to address your complaints and concerns with.

 

NHS England has responsibility for primary care in Bristol; GP practices, dental practices, opticians and pharmacies.  If you have a complaint or concerns about a GP practice, dental practice, optometry practice (optician) or pharmacy you need to contact either the individual practice or the NHS England Customer Contact Centre:

  • Practice: Charlotte Rose, Practice Manager, Grange Rd Surgery, BS13 8LD
  • Post: NHS England, PO Box 16738, Redditch, B97 9PT
  • Telephone: 0300 311 22 33
  • Email: contactus@nhs.net

 

 

The Bristol Clinical Commissioning Group (CCG) has responsibility for commissioning hospital, mental health, community, ambulance and GP out of hours services

 

People with a formal complaint about these services can contact the CCG via Kat Tucker or the individual service provider (hospital, etc.):

 

  • Kat Tucker, Complaints & FOI Manager

Bristol CCG, South Plaza, Marlborough Street, Bristol BS1 3NX

 

  • Telephone: 0117 900 2494
  • Email: tucker@bristolccg.nhs.uk or kathryn.tucker@nhs.net

 

The Patient Advice and Liaison Service (PALS) can also raise issues to the service providers (hospitals, etc) on your behalf or alternatively provide contact details of the service providers if you would prefer to communicate to them directly.

 

  • PALS, Suite 15, Corum 2, Corum Office Park, Crown Way, Warmley, BS30 8FJ

 

  • Telephone: 0117 947 4477 or 0800 073 0907
  • Email: pals@nhs.net

 

 

People with complaints or concerns about the decision making processes used by Bristol CCG or the outcomes of decisions, can make a formal complaint to:

 

  • Kat Tucker, Complaints & FOI Manager

Bristol CCG, South Plaza, Marlborough Street, Bristol BS1 3NX

 

  • Telephone: 0117 900 2494
  • Email: tucker@bristolccg.nhs.uk or kathryn.tucker@nhs.net

 

Or contact the

 

  • Patient Advice and Liaison Service (PALS)

Suite 15, Corum 2, Corum Office Park, Crown Way, Warmley, BS30 8FJ

 

  • Telephone: 0117 947 4477 or 0800 073 0907
  • Email: pals@nhs.net

 

 

In all complaint cases, the second stage of the NHS complaints process remains a request to Parliamentary and Health Service Ombudsman to review the complaint. 

 

The Ombudsman will not investigate your complaint if you have not already complained to either the service provider (GP, hospital, mental health trust etc) or the commissioner (Bristol CCG) first.

 



 
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